Managed Services NOC Supervisor

About the role

Equinix is seeking a Managed Services NOC Supervisor to lead its 24/7 Network Operations Center. The role involves overseeing NOC technicians and engineers, ensuring high‑quality service delivery, and fostering a culture of innovation and collaboration.

Key responsibilities

• Supervise the Managed Service Desk and South‑South network around the clock.
• Lead detection, logging, and resolution of network and customer issues, acting as the primary escalation point for major incidents.
• Ensure network alerts and equipment faults are diagnosed and resolved within defined timelines.
• Handle customer telephone calls and backhaul reports within specified timeframes.
• Coordinate maintenance routine services and customer access requests (MCLS and ILA sites).
• Interface with internal and external customers on operational issues using standard operating procedures.
• Develop, maintain, and enforce SOPs for incident management and provide data for system NOC reports and root‑cause analysis.
• Supervise, train, mentor, and evaluate NOC staff, managing shifts and performance.
• Provide regular feedback to the Head of GNOC on network events.

Required profile

• BSc or HND Engineering degree.
• Minimum 8 + years of relevant experience in network operations or managed services.
• Proven ability to manage stakeholder relationships and lead technical teams.
• Strong analytical skills for monitoring key performance metrics.

Required skills

• Network incident escalation and resolution.
• Performance metric monitoring and reporting.
• Development and enforcement of standard operating procedures (SOPs).
• Team leadership, scheduling, and performance evaluation.